Team Leader

Job Summary

A company is looking for a Team Leader to manage and guide a team of representatives in delivering exceptional customer experiences.

Key Responsibilities

• Lead and supervise a team of representatives while setting performance expectations and goals
• Coach and mentor team members to enhance their skills and ensure high customer service quality
• Monitor team performance against service level agreements and key performance indicators, implementing improvement strategies as needed

Required Qualifications

• 3 years of experience in a role equivalent to the representatives supported
• Minimum of 1 year of leadership or supervisory experience, preferably in a call center environment
• Client-facing experience is preferred
• Proficiency in customer service software and tools such as CRM
• Results-oriented mindset with a focus on operational excellence and continuous improvement